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After Sales Specialist

Employer
Kering
Location
Tokyo, Japan
Closing date
22 Jun 2022

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Job Details

Summary

Job Description

About us

A global Luxury group, Kering manages the development of a series of renowned Maisons in Fashion, Leather Goods, Jewelry and Watches: Gucci, Saint Laurent, Bottega Veneta, Balenciaga, Alexander McQueen, Brioni, Boucheron, Pomellato, Dodo, Qeelin, as well as Kering Eyewear. By placing creativity at the heart of its strategy, Kering enables its Maisons to set new limits in terms of their creative expression while crafting tomorrow's Luxury in a sustainable and responsible way. We capture these beliefs in our signature: "Empowering Imagination."

Your opportunity

The After Sales Specialist delivers the highest level of customer service in After Sales in order to guarantee an outstanding customer experience and satisfy customer needs expectations, in line with the company's vision, mission and goals while in line with the company's policies.

The candidate will be part of the After Sales Operations and deal with Japan DOS stores, Wholesalers and with the referents from the various regions, in a multi-lingual / multi-category / multi-brand team.

How you will contribute
  • Complete customer request analysis and ensure a complete and prompt feedback to the Front End following internal procedures and cooperating with all the other functions involved in After Sales process (Front End, Back Office, Production business units/Repairs centers). The process includes, but it is not limited to, the following activities:
    • Open ticket (if not open by Front End)
    • Receive / check tickets from Front End
    • Evaluate ticket & technical issue (by photo and/or physically)
    • Estimate the potential cost and time of repair
    • Reroute ticket & damaged products
    • Manage spare parts order and planning
    • Escalate request (if needed)
    • Solve and close the ticket
    • Deal with local stores and headquarter based in Europe
  • Ensure continuous update of tickets through the system in order to guarantee the After Sales process traceability end-to-end
  • Produce and analyze reports on After Sales activities and KPIs for continuous improvement


Who you are
  • Bachelor's Degree
  • Experience in After Sales Services/customer service
  • Strong customer orientation and interest in After Sales Service in general
  • Good knowledge of MS Office
  • Excellent communication skills including outstanding persuasion and presentation skills
  • Ability to work independently, multi-task and work well under pressure in a fast-paced working environment
  • Strong attention to detail and accuracy
  • Advanced problem solving skills
  • Luxury Fashion experience is preferred


Job Type
Regular

Start Date
2022-06-01

Schedule
Full time

Organization
KERING JAPAN LIMITED

Company

A world leader in apparel and accessories, Kering develops an ensemble of powerful Luxury and Sport & Lifestyle brands. By ‘empowering imagination’ in the fullest sense, Kering encourages its brands to reach their potential, in the most sustainable manner. Present in more than 120 countries, the Group generated revenues of more than €11.5 billion in 2015 and had more than 38,000 employees at year end.

Talent is craftsmanship that is born when creative geniuses and artisans collaborate. Luxury talent at Kering is about having a bold vision which empowers confidence and creates beauty.

Kering empowers its employees to fulfil their potential and creativity by fostering their skills and performance in the most imaginative and sustainable manner for the long term.

Talent is the energy that powers our Group.

Company info
Telephone
0145646100
Location
40, rue de Sèvres
Paris
75007
France

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